Insurer stops spin cycle to pay washer claim

November 17, 2010|By Greg Dawson, The Last Resort

Dear Greg: I own a rental condo, and without warning the washing machine flooded the unit while the tenant was using it. It's on the third floor, so the damage was pretty extensive and it was necessary to hire a company to perform the dry-out. At the same time, I contacted Whirlpool to inquire about repair of the washer. Whirlpool referred me to A&E Factory Service, which sent a technician who replaced a water-level switch. Soon after the technician left, the tenant used the repaired washer and it flooded the unit a second time. The second dry-out cost a whopping $1,377. Since the flooding happened immediately after their service, I contacted A&E about the bill for the dry-out and was referred to their insurance claims processor, Sedgwick CMS. Meanwhile, A&E sent a new tech who removed a pressure tube clogged with lint. Sedgwick refused to pay for the second dry-out, which makes absolutely no sense. If the clogged hose was the cause of the flooding, it should have been discovered and repaired by A&E on the first visit. A&E guarantees their work for 90 days and the second flood happened only hours after their first "repair."

MIKE KEMP

WINTER SPRINGS

Dear Mike: Ours flooded without warning, too! All washing machines should have over overflow horns like the "dive! dive! dive!" horns on submarines. Anyway, you did such a compelling job of connecting the logic dots that it didn't take Perry Mason to win this case – even a caveman, or columnist, could do it. All I had to do was send your narrative and a note to Sedgwick requesting a closer look. Update: Mike reports everything came out in the wash. A couple days after my inquiry, "I got a call from Sedgwick stating that the service provider was prepared to offer a settlement. A provision in the release states that I must keep the terms confidential, but I can tell you that I will be satisfied if they fulfill their end of the agreement."

Dear Greg: I hope you can help me even though I live in Texas. I did a Google search for Expedia complaints and came across your column. I am 25, and last February I made reservations on Expedia to fly from Dallas-Ft. Worth to West Palm Beach. I also purchased the Expedia Flight Protection Plan. I had to cancel due to being admitted to the hospital for possible appendicitis. The flight and purchase plan together cost a total of $432, and I still have not received my refund. I have gone through all the channels they advised. I get hung up on frequently and my e-mails go unanswered. All I know is that I spent the extra money for the protection and I want my refund. I am just a young kid out of college, and $432 is a lot of money to me.

KRISTINA PERKINS

DALLAS

Dear Kristina: Welcome to the club! That's a lot of money to those of us not-so-young people who are not just out of college. Life doesn't always work this way – but I have good news. It comes from Katie Brennan, a spokeswoman for Expedia. "The customer service team researched Ms. Perkins' case and found that the reason her refund hasn't been processed is that she did not file the claim with Berkley Care, the insurer she purchased the insurance through. Expedia is sending her an e-mail explaining how to file with Berkley Care to receive her refund."

Mmmm….turkey!

Close to 70 readers submitted names for my Thanksgiving week salute to exemplary customer service. Thank you! Names that don't make it into the newspaper will be posted online.